Experience

Armored Republic

• United States
• Defense and Space Manufacturing
• 1 - 100 Employee

• Customer Service Team Lead

  • May 2021 - Present

  Phoenix, Arizona, United States A leadership role of the Armored Republic Customer Service Department, the Lead must be able to competently serve and lead a team of people. They must be able to maintain goals set by the manager, enforce cultural standards, account for individual motivations, and ensure that tasks are completed on schedule by removing obstacles and communicating clearly. In addition to managing people, the CS Lead is responsible for executing higher priority tasks that demand greater expertise and… Show more A leadership role of the Armored Republic Customer Service Department, the Lead must be able to competently serve and lead a team of people. They must be able to maintain goals set by the manager, enforce cultural standards, account for individual motivations, and ensure that tasks are completed on schedule by removing obstacles and communicating clearly. In addition to managing people, the CS Lead is responsible for executing higher priority tasks that demand greater expertise and insight, such as evaluating current CS value delivering systems, identifying process improvements, drawing out the voice of the customer, and establishing quality standards. The Primary Overall Responsibility of the Armored Republic Customer Service Lead is to strive for and look for any opportunity to deliver increasingly excellent service to our customers. This is done through 3 main avenues: 1. Upholding and Maintaining: Company culture in all professional interactions internally and externally. 2. Consistently Improving: Knowledge base of processes, tools, and systems in the department, with a focus on KPI metrics for the purpose of training and equipping the CS team to provide increasingly excellent service to our customers. 3. Teaching and Holding Accountable: All AR CS Agents in utilizing, improving performance in, and to look for ways of improving the processes related to the tools and systems themselves, while holding them accountable with the purpose of delivering increasingly excellent service to our customers.

• Customer Service Representative

  • Oct 2020 - May 2021

  Phoenix, Arizona, United States CSRs work in our front office exercising judgement about how best to administer company values and policies to each unique customer interaction. As members of the Customer Obsession division, their focus on delighting our customers must be primary as it is a significant element of our success. It may even be appropriate to view the CSR role as an extension of the Marketing team since many of their social media activities are public for the world to see. • Answer incoming email customer… Show more CSRs work in our front office exercising judgement about how best to administer company values and policies to each unique customer interaction. As members of the Customer Obsession division, their focus on delighting our customers must be primary as it is a significant element of our success. It may even be appropriate to view the CSR role as an extension of the Marketing team since many of their social media activities are public for the world to see. • Answer incoming email customer inquiries • Collaborate with management teams to stay updated on new products, services, and policies • Engage with clients in a friendly and professional manner while actively listening to their concerns • Offer support and solutions to customers in accordance with the company's customer service policies • Proactively escalate opportunities for improvement (cutting waste and looking for lean process improvements in production, experience and fulfillment) • Excellent customer service methodology output leading to peer to peer coaching • Skillset recognized within a week of hiring, and promoted to customer returns process owner



RED Hydrogen

• Territory Brand Ambassador

  • Oct 2018 - Jul 2019

  Phoenix, Arizona Area Managed 68 stores in three states Arizona, Nevada, Utah (southwest district) Teaching Sales on RED Hydrogen to reps. Led in several district wide trainings on the RED Hydrogen. Was Top performing district 5 out of the 7 months.



iQue Repair

• United States
• Computers and Electronics Manufacturing
• 1 - 100 Employee

• District Sales Manager

  • Oct 2016 - Oct 2018

  Manager over several stores in Arizona, Ohio, and Utah. Duties included hiring, overseeing onboarding of newly hired personnel, training managers on sales, scheduling, maintaining sales goals for the district, daily standup calls with managers within the district.



Verizon Authorized Retailer, TCC

• United States
• Retail
• 700 & Above Employee

• Sales Manager

  • Oct 2013 - Sep 2016

  Manager of several stores in the Prescott area for TCC Moorehead communications. Responsible for a team of four. Duties included hiring, training on sales drills, scheduling, deposits, inventory counts daily/ weekly/monthly, all while maintaining sales goals for myself and the store(s).



US Army

• United States
• Armed Forces
• 700 & Above Employee

• Canon Crew Member 13B

  • Jun 2005 - Oct 2010

  Fort Bragg, California, United States Cannon Crew Member Certificate, US Army | 2005 | Fort Sill Military Awards and Decorations during the tenure: Army Achievement Medal National Defense Service Medal Service Medal Army Service Army Good Conduct Medal Global War on Terrorism Ribbon Overseas Service Ribbon